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Reference
More than 30 IDM realisations in the Czech Republic and abroad
IdM support and development
Raiffeisenbank
Support and development of identity manager implementation for Raiffeisenbank.
Project description
The aim of the support is to ensure smooth operation of the deployed identity manager, specifically the CA IdentityMinder product and related technologies. The support includes in particular:
- administrative interventions
- minor operational adjustments
- methodological and technical consultations
- repairs of emergency conditions
- fault diagnostics
Support is provided in 8 hours a day mode on weekdays with a guaranteed response time of 4 hours (response time varies based on the nature of the request).
During working hours, the customer can contact the service manager or in exceptional cases a specialist.
During non-business hours, the customer can contact the telephone hotline where the operator will assess the request and in the event of a serious breakdown, will pass the request to a specialist for resolution.
At the customer’s request, all reports and interventions are recorded in their internal JIRA system with highly customised processes. In cases where the client does not require the use of their system, we use our own helpdesk solution.